Workforce Manager, Global Guest Service | Hospitality - Remote | Wfh

]At the forefront of revolutionizing the world of hospitality, we're inviting you to be a part of an incredible journey. Our mission is to transform travel experiences by blending innovative, tech-powered service with thoughtfully designed accommodations. Since our exciting launch in 2014, we've been making remarkable stays accessible to everyone. With accommodations ranging from cozy rooms to spacious suites and apartments, we've expanded to over 40 cities across 10 countries and three continents. Through our innovative app, we empower our guests with self-service features and round-the-clock on-the-ground support, all just a tap away. From hassle-free self-check-ins to personalized boutique amenities, we're redefining the hotel experience with a friendly and informal touch.
Our dedicated Guest Service team plays a pivotal role in delivering exceptional experiences to our guests, and we're seeking a Workforce Manager to lead this dynamic team. As a central figure within our team, you'll contribute to the seamless operation of our workforce management, ensuring outstanding service for our guests and a rewarding experience for our team members. Your leadership will enable us to optimize efficiency, responsiveness, and budget management while maintaining exceptional service standards.
As part of our team, your role as a Workforce Manager will involve:
Strategic Staffing Excellence: You'll oversee the creation of accurate short and long-term forecasts in collaboration with cross-functional partners. These forecasts, combining historical, judgmental, and data-driven insights, will drive staffing and budgeting decisions. You'll utilize cutting-edge workforce management tools to fine-tune these forecasts and maintain optimum staffing levels.
Proactive Capacity Planning: Crafting precise capacity plans and schedules will be a core responsibility, guiding long-term hiring and short-term staffing needs. You'll skillfully manage discretionary activities such as training, meetings, and overtime, ensuring a balanced and effective workflow.
Real-Time Performance Leadership: Your role will involve directing the real-time adherence analysts, both onshore and offshore, to meet service level goals. You'll oversee the intricate management of scheduling procedures, real-time workload analysis, and call routing to ensure optimal performance according to service level standards.
Continuous Improvement Focus: You'll continuously enhance our network's real-time performance, striving to improve service level, shrinkage, absenteeism, average handling time (AHT), staffing, overtime, voluntary time off (VTO), and billable hours.
Collaborative Innovation: Collaborating cross-functionally, you'll contribute to the development of insightful reporting and analyses, enabling efficient process management. Your insights will be crucial in driving operational and support improvements.
Team Development: You'll lead the hiring, training, and ongoing development of our workforce. Your coordination with business leadership and Learning and Development will ensure a skilled and motivated team.
Operational Excellence: Advising business leadership, you'll align operational processes with strategic goals. Your expertise will contribute to achieving our business's long-term objectives.
Positive Influence: Your role will involve soliciting feedback and insights that shape workforce management operations, fostering a culture of continuous improvement.
Your Qualifications And What Excites Us
Extensive WFM Experience: With a minimum of 8 years of Workforce Management experience in complex multi-site, omni-channel contact centers, you bring a wealth of knowledge to the role.
Leadership: You've spent at least 3 years leading WFM teams, overseeing forecasting, scheduling, and adherence monitoring. Prior experience with tools like Calabrio is a strong advantage.
Operational Expertise: You possess a deep understanding of industry-leading WFM practices and have successfully developed and implemented related standard operating procedures.
Mathematical and Analytical Aptitude: Strong mathematical and analytical skills, including Excel proficiency, allow you to navigate and interpret complex data.
Effective Communication: Your excellent written and oral communication skills enable you to effectively convey technical information to non-technical senior leaders.
Decision-Making: Exceptional decision-making and problem-solving skills empower you to lead with confidence.
Collaborative Approach: Your ability to collaborate cross-functionally with various stakeholders ensures seamless alignment with Operations, IT, and other teams.
Why Choose Us
Competitive Package: We offer a competitive compensation package, including a generous stock plan.
Comprehensive Benefits: Medical, dental, and vision insurance contribute to your well-being.
Flexibility: Flexible vacation policies support your work-life balance.
Staying in Style: Annual credits and discounts for Sonders allow you to experience our accommodations firsthand.
Thriving Environment: Join a team of smart, ambitious, and fun colleagues in a dynamic work environment with a monumental vision.
Diversity and Inclusion: We value diversity and are committed to equal opportunities for all.
Unique Workplace Flexibility: Remote work options are available for specified positions.
If you're ready to embark on a journey with a company that's shaping the future of hospitality, apply now and become a part of our innovative team. Please note that alternative application methods may be available upon direct communication with the employer.
Employment Type: Full-Time
Salary: $ 85,000.00 Per Year